TERMS & CONDITIONS
1.1 When booking online, the rate offered is not guaranteed until you receive written confirmation from us. Any obvious mistakes will be rectified, and a new quote issued to you.
1.2 A deposit equal to the first night’s stay is required. The deposit is refundable according to the cancellation conditions. The remaining balance of the booking is due on the day of arrival.
1.3 Any special offers cannot be used in conjunction with any other offer, and if conditions are not fully met, then the daily tariff will apply.
1.4 Reservations can only be made by adults aged 18 years old or over. If you arrive at the property and are under 18 years of age, you will not be permitted to stay alone. We may require photo ID such as Passport or Photo Driving Licence as proof of age.
1.5 We endeavour to ensure your stay is relaxing and enjoyable; please do let us know in advance of your arrival if you have any special requests, dietary requirements or a medical condition. Guests with limited mobility are advised to discuss requirements before arrival.
1.6 Smoking is prohibited in all areas inside the property, including from open windows. A designated smoking area is available, with details of this provided in the Guest Information Pack. Guests who choose to smoke in the property will be liable to pay for any reasonable costs or losses incurred by Lugo Rock as a result.
CANCELLATIONS AND PAYMENTS
2.1 Cancellations must be received in writing or via the online booking channels.
2.2 If the booking is cancelled less than 14 days before arrival then a charge equal to the full booking amount will be made. In the event of a no show or booking reduction (after arrival date) the full cost of the booking is charged.
2.3 Your accommodation tariff is inclusive of VAT.
2.4 Any outstanding accommodation balance must be paid before or on arrival.
2.5 All guests are required to check out with reception before departing.
2.6 Any charges not settled during your stay will be charged to you within 7 days of your departure.
2.7 Accounts can be settled by cash, Mastercard, Visa and Visa Debit.
2.8 Admin fees for cancellations may apply
2.9 Gift vouchers used to redeem your booking must be presented at check in. Failure to do so will result in the full value of the booking being charged on arrival.
ARRIVAL & DEPARTURE
3.1 Rooms are available from 13:00 on your day of arrival. Early check in may be possible subject to availability. Please advise us if you require an early check in.
3.2 Check out time is 10:30 on the day of departure. Late departures are possible subject to availability. Please advise us if you require a late check out.
3.3 Room keys must be left in the room door lock on checkout. If you fail to do so, we may charge you for a replacement key or lock as required. In the event that a key is not returned after checkout, we request customers to contact us to arrange for keys to be returned.
3.4 The safety and wellbeing of all children is solely the responsibility of the parents/guardians.
3.5 Pets are not permitted at the property.
3.6 You must take all reasonable precautions to avoid damage or interference with any items belonging to Lugo Rock. Customers are requested to bring any damage to our immediate attention, howsoever caused. We shall contact you after your stay to recover the costs for any repair, replacement or specialist cleaning we incur.
4.1 Whilst we make every effort to ensure the accuracy of our property descriptions, they are inevitably subjective and are for guidance only. If there are points of particular importance, please contact us to clarify any information.
4.2 Whilst we have taken all reasonable steps to ensure that the information contained in its brochures, websites, tariffs, leaflets, advertisements and any other form of promotional material are accurate, we reserve the right to alter, substitute or withdraw any service, facility or amenity.
4.3 If, in the interest of Health & Safety, a facility has to close, we will endeavour to re-open it as soon as possible.
5.1 Lugo Rock cannot accept responsibility for any material loss, damage, additional expense or inconvenience directly or indirectly caused by or arising out of the property and its plumbing, gas, electrical or otherwise, or exceptional weather.
5.2 No responsibility is accepted for loss or damage of property, vehicles or vehicle contents belonging to any member of the party during the occupancy. Subject to the remainder of this clause, you should use your own insurance policies to claim the full amount of the loss or damage to your property prior to approaching or pursuing Lugo Rock. We are, in certain circumstances set out in the Hotel Proprietors’ Act 1956 (Act), liable for loss or damage to your property. However, in those circumstances, we are only liable up to the maximum sums under the Act. In all other circumstances, our total liability shall not exceed twice the daily rate charged for your Booking. If your Booking includes a number of different daily rates, the average rate will be used. Lugo Rock aims to provide a safe and secure environment for the duration of your stay and where necessary, will take appropriate security measures. If an incident occurs during your stay, resulting in the theft, loss or damage of your property, we will carry out an internal investigation. If we do not feel that your property was stolen, lost or damaged through any fault of ours, our staff or agents, this will be evidence that it was not our fault. In those circumstances, our liability is limited to the maximums under the Act. If an incident is referred to the Police authorities, and they draw the same conclusion as us, this will also be evidence that our liability is limited to those maximums. We shall not be liable, in any circumstances, for any loss or damage to vehicles you bring to the premises or any property left in them. Neither shall we be liable for any loss of profit, or any indirect or consequential loss arising under or in connection with your Booking. Where we are liable, we will only be responsible for losses that are a foreseeable result of a breach or negligence, but not otherwise. The loss or damage will be foreseeable if it is an obvious consequence of the breach or is contemplated by both parties at the time of entering into the contract. Nothing in these terms shall limit or exclude our liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; or fraud or fraudulent misrepresentation; or any other form of limitation or exclusion prohibited by law or statute.
5.3 If due to reasons beyond the control of Lugo Rock, the accommodation is not available whatsoever, we will refund your payment or book you into an equivalent hotel, but Lugo Rock will be under no further liability towards you. Events beyond our reasonable control include, but are not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, interruption or fire (except by way of our default) or failure of (except by way of our default) electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.
5.4 Failure to comply with any of the booking conditions may result in the party being asked to leave immediately.
5.5 We reserve the right to refuse any bookings.
5.6 Statutory Rights: We have tried to ensure that any rights that you as a consumer have that are implied by law into a contract of this type (statutory rights) are not excluded or limited in anyway. If any of these terms conflict with a statutory right or the law changes and your statutory rights change, then the statutory rights will prevail over these terms.
5.7 Third Party Rights: A party that is not a party to our Contract shall have no right to enforce any term under the Contracts (Rights of Third Parties) Act 1999.
5.8 The laws of England and Wales govern these terms.
5.9 We reserve the right to change these terms from time to time. The terms applicable to your Booking are those in force on the date of Booking (or amendment, as applicable).
For more information on your statutory rights see